The latest Financial Support Centre of Excellence meeting provided an opportunity for Advance representatives to raise members’ concerns directly with senior management and discuss key areas affecting colleagues across the business. Management shared updates on business performance, recruitment challenges, customer service measures, and ongoing development of the competency model.

A significant part of the discussion focused on upskilling and the impact on colleagues. Advance representatives highlighted concerns that some newer employees are progressing through multiple upskills ahead of more experienced colleagues, creating frustration and adding pressure within teams. Management acknowledged the feedback and agreed to review the points raised.

The union also challenged the continued use of offshore support. While management explained that recruitment difficulties and a number of vacancies had contributed to the decision, Advance reiterated its preference for retaining work within the UK and emphasised the importance of maintaining high-quality customer service and support for colleagues.

Keith Hoyland, Deputy General Secretary of Advance Union:

“Our role is to ensure members’ voices are heard whenever significant workplace changes are being considered. We welcome open discussions with management, but we will continue to challenge decisions that increase pressure on colleagues or move work away from the UK. It’s vital that upskilling opportunities are fair, transparent and properly supported, and that the wellbeing of our members remains at the heart of business decisions.”

The meeting also covered workload volumes, turnaround times, policy developments, resourcing plans and the ongoing review of anchor days. Advance confirmed that all agenda items submitted on behalf of members were addressed, demonstrating the value of collective representation in ensuring members’ concerns are heard and acted upon.

Advance remains committed to protecting members’ interests and working constructively with the business to create a fair, supportive and sustainable workplace for all.